Defect
Reporting

Before You Submit

Please have the following information available before submitting your report:

• Your full name and email address used at the time of order
• Your pro-forma invoice number or order reference
• The product name (e.g. The Basin, The Horizon)
• A clear description of the defect
• Photographs of the defect where applicable
• Date the defect was first observed

What Qualifies as a Defect

A defect is defined as a material or functional failure in the product that is attributable to the manufacturing process or the components supplied. This includes:

• Structural failure of the shell, frame or cabinet under normal use
• Failure of an electronic control system within the warranty period
• Leakage attributable to shell construction rather than installation
• Component failure covered under the manufacturer warranty stated in your pro-forma invoice

What Is Not Covered

The following are not covered under the defect reporting process:

• Damage resulting from incorrect installation not performed or supervised by OxiusPro partners
• Damage resulting from site preparation that did not meet the confirmed structural requirements
• Normal weathering, patina development or colour change in natural materials
• Damage caused by misuse, modification, or exposure beyond the product specification
• Issues arising after the warranty period stated in your pro-forma invoice

Response Times

All defect reports submitted via the form below are acknowledged within 3 business days. Where a site visit or replacement part is required, the timeline will be communicated in writing before any action is taken.

Warranty Terms

Your exact warranty terms are stated in your pro-forma invoice. If you require a copy of your invoice, include this in your report and we will provide it.